Vail Resorts, Inc., is one of the leading resort operators in North America. The company operates four ski resorts in Colorado, including Vail, Keystone, Beaver Creek, and Breckenridge, as well as one in Lake Tahoe. Vail Mountain has become the most popular ski destination in the United States, with 1.6 million skier visits in the 2005-2006 season. SKI magazine has ranked Vail as one of the best ski resorts in North America since 1988. Despite its success, the company experienced a very challenging year in 1998. In October of that year, just two weeks before the beginning of the ski season, the Vail Mountain resort suffered the largest "ecoterrorist" event in U.S. history. Several structures, including Patrol Headquarters, the Two Elk restaurant, and Camp One, were burned to the ground, and four chair lift operator buildings were damaged. Total damages exceeded $12 million. The deliberately and strategically set fires disabled three central lifts and the biggest restaurant and guest service center on the mountain.

1. What tools did Vail Resorts use to respond to the crisis?
2. How can creating a crisis management and disaster-recovery plan help a company to protect its reputation, customer relationships, and profits?